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   Current UPMC employees must apply in HR Direct

Health Care Concierge, Associate - Remote

Description

The UPMC Health Plan Member Services Team is currently hiring Health Care Concierge, Associates to be advocates for our members and to proudly wear the badge of UPMC Health Plan. With a close-knit work environment and a dedicated culture of service excellence, our Member Services Team educates and guides our customers through coverage, claims, and other program inquiries. UPMC Health Plan has been recognized by J.D. Power and Associates for providing the “Highest Member Satisfaction among Commercial Health Plans in Pennsylvania.” That’s due—in no small part—to the compassionate attention and expert insight that our customers (which include members, providers, and facilities) enjoy each and every time they contact one of our dedicated associates. Our employees receive comprehensive benefits, a competitive pay rate of $16.88 per hour and a defined career path for growth and advancement.

Join our award-winning family. Apply today to become a Health Care Concierge, Associate!

  •  Answer and investigate incoming inquiries from UPMC Health Plan members, prospective members and providers.
  • Provide exemplary customer service by being proactive and responsive to all UPMC Health Plan customer requests.
  • Remain current on all departmental policies, procedures, plan benefit designs, and modifications.
  • Ability to understand and effectively communicate information regarding a product line or function including benefits and claims information.  
  • Drive First Call Resolution on every inquiry by completing all necessary outreach calls on behalf of the member.
  • Manage multiple member inquiries across interaction types including telephonic, fax, online, chat, web messages and email.
  • Service product lines of business to meet member and department needs.
  • Attend all member service meetings, trainings and power summits as scheduled.
  • Service and Document inquires in accordance with UPMC Health Plan Customer Service Center quality guidelines.
  • Follow up on and document actions required to service inquiry from UPMC Health Plan members, prospective members and providers.
  • Investigate inquiries from UPMC Health Plan customers.
  • Conduct outbound service calls in accordance with departmental initiatives.

 

Qualifications

  • High school graduate or Associate, or college degree preferred.
  • Minimum of 2 years of customer service and/or call center experience.
  • Proficient in typing required.
  • Proficient writing skills required.
  • Ability to make independent decisions required.
  • Knowledge of Microsoft Office and Excel spreadsheet program preferred.
  • Complex analytical skills necessary to evaluate customer inquiries. 
  • Demonstrates good organizational skills.  
  • A desire to help others and portray empathy in all situations.
  • Ability to learn complex health plan information.
  • Demonstrate flexibility and motivation to learn & grow in the position.
  • Flexibility in work schedule.


Licensure, Certifications, and Clearances:

UPMC is an Equal Opportunity Employer/Disability/Veteran

Total Rewards

More than just competitive pay and benefits, UPMC’s Total Rewards package cares for you in all areas of life &emdash; because we believe that you’re at your best when receiving the support you need: professional, personal, financial, and more.

Our Values

At UPMC, we’re driven by shared values that guide our work and keep us accountable to one another. Our Values of Quality & Safety, Dignity & Respect, Caring & Listening, Responsibility & Integrity, Excellence & Innovation play a vital role in creating a cohesive, positive experience for our employees, patients, health plan members, and community. Ready to join us? Apply today.

   Current UPMC employees must apply in HR Direct